Customer Service Management

**** ***** **** . ***** ****, New York *****

Phone 716-***-**** . E-mail ********@*****.*** (

http://www.linkedin.com/in/lynnmroberts

Lynn M. Roberts

Key Leadership Highlights

Aligned physician and billing practices across three hospitals reducing hospital

expenses wi.th out adverse affect on physician revenue

Contributed to the multi- million dollars turnaround to Women & Children's Hospital

of Buffalo. With increased profits and efficiencies amongst various departments

supporting the hospital.

Coordinated the financial, operational and contractual aspects of research and grant

funded activities at the site in order to effectively identify opportunities and

align legal and financial reporting requirements.

Effectively managed Kaleida Health's Ambulatory Clinics Profit/Loss reporting across

the system to optimize information available for sound decision making.

Created centralized operations, policies, and procedures for M&T Bank's Guaranteed

Government Lending program across states to insure government regulated compliance.

Core competencies include:

Financial Systems Control & Reporting

Operations Management & Analysis

Data Analysis & Interpretation

Profitability, Productivity & Efficiency Improvements

Budget & Resource Management

Forecasting & New Business Feasibility Analysis

Strategic & Tactical Planning

Project Management/Contract Management

Provider Relationship Management

Team & Consensus Building

Work experience

5/2009-7/2010 Catholic Health Buffalo, New York

Director of Financial Services, Mercy Hospital of Buffalo

Develop and align financial objectives with the strategic direction of a multi site

tertiary hospital.

Collaborated with physicians to standardize payment methodologies across the system

which saved the organization $500K annually and increased physician payments by

$100K overall.

Assess, develop and implement an annual operating budget in excess of $280 million

dollars.

Work with the Revenue Management Center to coordinate internal and external

resources related to professional billing.

Identify trends in denied claims and recommend tactics to mitigate.

Implement productivity standards utilizing metrics through finance and site

Workforce Efficiency Councils.

Perform financial analysis related to performance and new business strategies to

include ROI and profitability.

Perform financial analysis related to monthly performance and potential new business

strategies.

Continuous review of resource utilization with teams to manage expenses to volume

and ensure appropriate vendor pricing and third party payer reimbursement per

contracted arrangements.

2003-2009 Kaleida Health Buffalo, New York

Business Advisor, Women and Children's Hospital of Buffalo

Liaison between Kaleida Health finance and Women and Children's Hospital leadership

to align financial strategies and initiatives.

Led many productivity and operational efficiency initiatives which contributed to

$21M increase in financial performance over a five year period.

Actively collaborated with corporate physician services to create fiscally viable

physician practice contracts for services.

Strengthened provider resources and services with appropriate billing in conjunction

with Patient Financial Services and Risk Management.

Implemented systems of accountability and change tied to appropriate charge capture

for clinical services and timely charge posting and denial management to improve the

revenue cycle.

Managed Kaleida Health's Ambulatory Clinics P&L reporting system wide.

Participated in strategic work groups with Administration, Process Improvement,

Planning and Facility Management related to new services and capital projects to

align the financial data needs and analysis with the proposed project while

assisting in completing necessary New York State Certificate of Need (C.O.N.)

schedules and presenting the project financial impact to Senior Management .

Established a formalized oversight process for grants and studies in conjunction

with the site Internal review Board, Legal, Patient Financial Services, and

Corporate Accounting to ensure the financial implications were aligned with the

strategic direction of the hospital.

Coordinate and participate in process improvement work groups to readily initiate

change in areas identified as needing improvement.

Encourage community partnerships utilizing available government and private funding

which furthers our healthcare mission throughout the eight counties of Western New

York.

Educate department managers related to the financial aspects of their business.

Create and monitor financial reporting tools in order to acknowledge and celebrate

success.

1990-2003 M&T Bank Buffalo, New York

Assistant Vice President/Operations Manager/Banking Officer/Business Development

Officer

Coordinate and ensure the effective administration of a 30 billion dollar financial

institution's business banking operations related to government guaranteed lending.

Act as liaison between the organization and representatives of the U.S. Small

Business Administration (SBA) across the United States.

Spearheaded the development and implementation of the government guaranteed lending

unit to support operations and sales.

Identify risks, evaluate appropriate controls and create audit procedures to

effectively comply with bank credit policy and government compliance.

Promote effective communication methods and strategies for increasing productivity,

cooperation and efficiency. Initiate and implement team sales and marketing plans.

Execute exemplary customer service for both internal and external customers.

Manage a commercial loan portfolio in excess of ten million dollars, growing the

portfolio by 16%.

Coordinate all aspects of branch retail operations to include sales goal

achievement, audit compliance, staff development, and the creation and execution of

branch budget.

Education

St. Bonaventure University-Olean, New York- MBA- Accounting and Finance

Medaille College Buffalo, New York- B.S. Business Resource Development

Certificates of Achievement

GE Healthcare, Performance Solutions- Change Acceleration Process

MEMBERSHIPS

Healthcare Financial Management Association

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